06/08/18 01:10 AM  

Live Reports - Known Issues and Workarounds | RingCentral

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Live Reports Known Issues

1. Agent status in Live Reports doesn’t correspond to agent status in Phone System > Queue.
2. Agent in After Call Work status has the Available status.
3. Calls do not dispatch to a certain agent.
4. Too small and hard to read widgets in the wallboard view.
5. Non-activated queues present in reporting.
6. Deleted queues are still visible for the next 24 hours.
7. Unable to generate report for Agents with names that have special characters.
8. Resolution for issues not mentioned on this list.

 

Workarounds

1. Agent status in Live Reports doesn’t correspond to agent status in Phone System > Queue.

There may be differences in agent's status if an agent did not set themselves as unavailable for queue but rely on the after hours settings.

For more information, see the following:

Setting a User's Do-Not-Disturb and Call Queue availability 
RingCentral Phone for Mobile: Call Availability and Do-Not-Disturb Status 

 

2. Agent in After Call Work status has the Available status.

This is a known issue — the agent's status shows Available even if the agent is in after call work or still wrapping up the call — which will be addressed by future Live Reports updates.

[Back to Known Issues]

 

3. Calls do not dispatch to a certain agent.

Try the following solutions when an agent appears in a queue as Available, but the phones do not ring:

If the agent uses a hard phone, check the “do not disturb” mode on a Cisco phone or on a Polycom phone.

See Using Polycom IP Phones and Using Cisco IP Phones for more information.

Make sure the agent is listed as a member of the queue.

See Setting Up a Call Queue group for more information.

Check the agents that have the Take All Calls status in the RingCentral Online account or those that have enabled Accept Call Queue Calls in the RingCentral Phone settings. 

Check agent's work hours.

See Admin: Configure User and After Hours for more information.

NOTE: Agent's work hours affect the agent's availability. Live Reports is fully synchronized with this setting. Changes made to the work hours take up to 30 minutes to apply in the RingCentral Online account.

Check the business hours and answering rules for the queue. 

See Setting Up Call Handling for Business Hours and After Hours of a Call Queue group for more information.

Check the forwarding rules for an agent.

See Admin: Configure a User's Call Forwarding for more information.

[Back to Known Issues]

 

4. Too small and hard to read widgets in the wallboard view.

When the text is hard to read on a large screen in a wallboard view or when widgets in a Live Reports dashboard look too small, you can zoom in the view in your browser.

Use the following commands:

Windows: CTRL + (This may differ if you use a laptop. For some laptops, you may use Fn + instead)

Mac: CMD + 

[Back to Known Issues]

 

5. Non-activated queues present in reporting.

A queue will be displayed in Live Reports even if it was not activated since non-activated queue can still take calls.

[Back to Known Issues]

 

6. Deleted queues are still visible for the next 24 hours.

A deleted queue will still be displayed in Live Reports for the next 24 hours even though it was already deactivated or removed. Agents from deleted queues will also be visible for the next 24 hours. The widgets are also shown for the next 24 hours.

[Back to Known Issues]

 

7. Unable to generate report for Agents with names that have special characters.

Special characters are NOT supported in RingCentral Live Reports. To avoid any issues, make sure that you have removed any special characters before generating a report.

[Back to Known Issues]

 

8. Resolution for issues not mentioned on this list.

Please contact RingCentral Global Customer Care.

[Back to Known Issues]



See Also

Live Reports: Overview | RingCentral 
Managing Live Reports Dashboards | RingCentral 
Live Reports Widgets Overview | RingCentral 

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